Mountain bike forums are full of threads about shops that have crappy service and surly employees. Yet you’ll always find that the shops that have the most complaints also have the most people backing them up. Clearly there’s something else at work here. Could it be that the people who work in bike shops are just that: people?
Which one's the Monkey and which ones the Rat? Irrelevant, they're both too
mutated to tell anymore...
No, they’re not. They’re monkeys and rats. But like people, they have their good days and bad days. The good days far outweigh the bad ones, but like I said, you can’t deny that there’s some dark juju at work when you choose employment that is part of other people’s leisure. You must sacrifice certain normal human outlets of stress so that you can appear cheerful and helpful, even when you are feeling anything but.
It may seem like a dream job to a lot of you reading this. Truly, it’s a great way to waste several years of your life. You get to see all the new gear, you get insane deals on bikes and parts, and you are totally immersed in the culture. All this is true. On the other hand…
You get to be completely coated in grime, guck, muck, dirt, oil, grease, dog crap, and other bodily fluids. The pay ain’t all that great. Most of the latest and greatest parts that the industry comes out with don’t work like they’re supposed to (and they NEVER fit right). Chances are good that you’re a guy, and you’re severely limiting your contact with members of the opposite sex through your choice of employment (for you few ladies out there who are working in shops, THANKYOUTHANKYOUTHANKYOU!). Oh, and the targets- I mean ‘customers’- can really wear a guy down.
The dark side of working in a bike shop....naked English dudes.
Most people that come into a shop are totally reasonable. Hey, we’re all into bikes, so we’ve automatically got a lot in common. Seriously, you guys are all great. But what happens is that there’s a serious difference of viewpoint from a shop rat and the customer. Let’s face it, for most of you the bike is an escape, and a lot of times when you can’t actually get out and ride you’re dropping by the shop as a way of getting away from the pressures of your real life. For the monkey that works on your bike, this IS the real life. Yeah, I know, it’s a pretty enjoyable life in a lot of ways, but everyone no matter how hard they try are going to get a bit fed up with it sooner or later. So there’s often a disconnect that results in some friction.
Take this typical scenario:
Customer: “Can you get me that new Shiskamabob Crank Enhancer for the weekend?”
Monkey: “Ummm, yeah, but you know that we don’t know if it actually works yet, and it’s sort of expensive, and we gotta order it in. Can you pre-pay for it?”
Customer: “What, pre-pay? But I can get it online for peanuts in 12 seconds. Maybe if you just installed one that I bought, and I’ll pay you with these bits of string in my pocket?”
Monkey (who by the way is easily impressed by bits of pocket string, and doesn’t want to lose the sale): “Well, how ‘bout if I give you a bit of a deal and install it for you for Saturday?”
Of course, then what happens is the higher echelon monkey at the supplier (who only speaks a bastard form of Inuit/Cajun spoken only in a few random basements on the Chic-Choc peninsula) totally blows the order, ending up in having to last minute ship the display model for an early Saturday delivery that shows up late AND missing parts. But of course, the dedicated and competent shop rat will come through with some custom machining and make that little bugger fit the way it was supposed to, and probably only a few minutes late. Typically what happens next is one of two scenarios. The customer has at this point either moved on to the next big fad (oh, I don’t really want the Crank Extender now. Do you have any matching white seat post covers?), or they take the installed part out for a short ride, where as is typical with any new part in the bike world it promptly implodes and causes massive damage to the rest of the customers ride, and probably their freshly shaven upper thigh as well. This of course, would be the fault of the shop.
“Yeah, that looks like a warranty issue to me. Do you mind waiting for 6 months for a replacement? That was the last one in stock…”
That’s a pretty reasonable response to a totally unreasonable situation. But don’t think that this is the last comment on the situation at the shop. Far from it. You gotta know that if you cause a situation in the store, that you will be discussed, dismembered, disembowelled, etc., ad infinitum during the traditional bs session at the end of the day. Any good shop does this, it’s the way that they cope.
Shoulda cleaned that dog shit off the tire....
I worked in bike shops for about 10 years or so, and with a serious cast of characters. We had a million laughs in the back of the old Cove (the original building in the Deepest and Darkest of Deep Cove). I really wish I’d been able to hide a video camera in the back of the shop to catch some of the dumb crap that used to go on at the end of the day, but this was way back in the 20th Century, and video cameras were about the same size as a Prius, so even in a shop as disorganized as that one, it was hard to conceal one.
The main thing was that we had a kitchen in the back of the building, and at the end of the day we’d have some beers and laughs over some food that NumNutz would cook up for us. I think most of what we laughed at was probably not all that funny, but it was a stress relief. It was pretty crazy some days. On a busy Saturday, we might move 30 or 40 bikes out that door, and with a staff of around 6 or 7 people that’s a damn busy day.
At the end of the shift, we’d all sit down in that back kitchen and let it all out. Nothing personal, mind you…no wait. We’d get totally personal and rip on anyone and anything. The thing is, if you didn’t let it out there in the back, you’d end up letting ‘er fly on the sales floor, which isn’t a terribly nice thing to do. It did happen occasionally, and I’m not going to deny that I saw some pretty damn funny things when someone lost their cool, but it’s just not the way to maintain a business. We’d generally just save it up for the end of the day and blow off that accumulated steam in private.
Where the kitchen used to be at the Cove.
Of course, all good things must come to an end, and the pressures of a rapidly expanding business meant that the kitchen had to go. Actually, it got buried in bike boxes so it just wasn’t that useful. Our ways of blowing off steam were suddenly limited. One result can be seen in one of Jörli Ricker’s old videos (not sure if it was Shift or Ride to the Hills, but they’re both worth seeing…). In Wade’s seggie, you’ll see him hard at work in the back of the old shop, smashing the bejesus out of an old Pipeline frame. That’s not an act folks. That’s the darkness of the Pit coming through. Better that he took it out on a beater frame like that than on your ride though, don’t ya think?
Other folks, like the aforementioned NumNutz, adopted eccentric styles of dress or mannerisms of speech. So to this day if someone wearing overalls and rubber boots tells me that, “Horsey is my mommy” I don’t even flinch. I still don’t have an answer to that, but at least I don’t flinch.
There are some more traditional and obvious ways to blow off steam. After all, the monkeys and rats are surrounded by thousands or millions of dollars’ worth of new bikes and parts. Just go for a ride. It’s not always possible due to light or fatigue, but when it is, look out. It’s always worth it to hook up for a ride with a shop employee, just be warned that sandbagging tourists never goes out of style.
I remember this one guy, we’ll call him Ed (oops, that’s actually his real name. Oh well…). Ed was the newly crowned Expert XC Champ of New Brunswick, which is to say, “Who gives a shit.” However, he was jonesing to go for a ride on the legendary North Shore, and I was looking for some reason to blow off work a half hour early, so away we went. Now, picture this if you will. You, as Ed, are full of P and V after your recent win and are covered head to toe in the latest colourful lycra plumage of your sponsors. You’ve got a new, rad race-tuned XC bike. Standing in front of you is some long-haired dirtbag, greasy and dirty, riding some haggard and beat down Shore tested rig, and rocking a t-shirt with the sleeves torn off and cut-off jeans because the riding shorts are at home and it’s too far to go grab them if we’re going riding. You’re gonna feel like you’ve got a big advantage right out of the gate.
It gets even better for you as the ride starts. When you start up Mt. Seymour from Deep Cove, it goes straight up for a bit. It’s a paved bike path, but stupid steep. As we tend to go up to around 2400’ on a normal ride, I like to warm up slow. Granny gear slow. I’ve never been a real dynamic climber anyway. Instead of the high octane, my motor is more of a diesel. Takes a while to get ‘er going, but once I’m warm I can keep the revs up for a long time.
So we get to the bottom of the Old Buck climb (and I mean the old version that was all mucky and rocky, not that blue gravel sanitized travesty that’s there now), and Ed turns to me and asks, “Do you mind if I do some intervals? I gotta get some training in.”
Sure buddy. It’s your funeral.
Of course my dog bites. Especially brightly coloured lycra clad Eurotrash...
So as I get up the first part of the Old Buck, you know, to the part where it actually gets steep, I’m feeling like I’m finally warmed up and ready to jam. Ed is stacked trailside, literally frothing at the mouth. Mucous is smeared down his chin and dripping onto his chest. We’re all of about 20 minutes in to the ride, and Holmes has hit the wall. I gotta give him credit, he hung on for the rest of the ride, but we were out there for a full four hours of thrashing obscure tech-gnar old school North Shore singletrack.
Felt pretty good, and I was sooooo nice to problematic customers for the rest of the week.
Unfortunately, it can be really hard to find four hours and some patsy dumb to carry the sandbags for that long. Hang on….don’t let that scare you off. You really should try to hook up for a ride with your local mechanic, just don’t ever underestimate them.
This is what happens when your mechanic is only operating at 95% efficiency. It's gotta be perfect every time.
But back to my point, it’s not like there’s always enough time in a day to get out ride, especially at the busiest time of the year.
Luckily there’s video games. You can do things in the virtual world that you could never dream of in the real world. It’s maybe not quite as satisfying, but it’s more than enough to take the edge off. Rebuild your forks in half an hour? No problem. Just let me machine gun this police car first and I’ll have that for you in a jiffy. For every exasperating moment I had in the service department, I could take it out on the legions of mindless sprites on my console. And strangely, the worse it gets in the shop, the better you get at gaming. You get motivation, determination, and the cold face of the true killer…oh I’m just taking the piss. But I did learn that it’s best to aim for the head, and you may as well pull the trigger twice because at worst you might miss twice and besides, there’s going to be an ammo powerup just around the corner.
So the next time you feel the warmth of a laser heating up that space on your forehead between your eyebrows, here’s some solid advice to heed…
How to Get Really Good Deals and Service at a Bike Shop
First of all, bribes work. Most shop employees are not well paid, and are very open to graft. The key here is to max out your investment. Just paying them cash isn’t going to net you much of a return, and besides it often comes across as crass. Instead, try beer. A six-pack of good beer (Bud’s just for smoking) is only around $12. One of those every once in a while will not only save you hundreds of dollars, but it will also get you priority service, more attention to your detail, and exclude you from the post-mayhem ridicule session. Actually, it will often get you invited IN to the experience. Depending on where you live (ie – BC), you may find that other substances besides beer will open that door, but I leave that to your discretion. I’m not judging anyone; I’m just saying local variances exist in the preferred currency for bribes.
Secondly, pick a shop and stick with them. Shopping around is smart, for sure, but you will find that a good shop will always reward loyalty. It may seem tricky at first to find a good shop, but I’ll let you in on a little secret; all shops are pretty damn good. Hang out around a few until you find the one that suits you, and then stick with them. Jumping back and forth between competitors will get you some deals in the short term, but over time you’ll just get a reputation among the shop rat underground as a high maintenance customer and the service will fall off.
Third, talk to the mechanics. Sales guys are great. They’re very personable and friendly and easy to get along with. Good mechanics are surly and miserable. Why? Because they don’t have to be nice if they’re any good at their job. I bet some of you readers are still in high school, where a pass is 50% and an A is anything over about 80%. Imagine if your mechanic only tightened up 80% of the bolts on your bike. In the world of the bike mechanic, a pass is 99.5%, and a good mechanic performs at so close to 100% as to make no difference at all. So it will really pay off to be nice to your wrench. Find out what beer they like, and make sure they get some occasionally. Coffee is also something that most denizens of the Pit enjoy.
Oh, and always…ALWAYS clean your bike before you bring it in.
And now the bonus Bonus: NumNutz Bike Shop Red Sauce Pasta Horsey IS his Mommy...
*Not exactly like he used to make, but pretty damn close. This is one of those recipes that seems to change over time.
Ingredients1 onion
0.5-1 bulb (not clove, BULB) of garlic to taste
1 can of chipotle peppers in adobo sauce
1 small head of broccoli
1 small zucchini
1 sweet bell pepper
1 can of red kidney beans (or mixed beans works well too)
2 cans of tomatoes
A bunch of sweet basil flakes
Oh and love. Just don’t add too much or it will get salty.
Directions I use a cast iron fry pan and a wok for this. Chop up your onion and garlic finely. Set aside. Open you chipotle peppers and take one or two of them and chop them up. Put them with the onion and garlic. I use lots of garlic and peppers myself, but not everyone is into that much flava. I leave it in your hands.
Now chop up your broccoli, zucchini, and pepper. Keep them separate from the garlic/onion. I cook them separately to start.
Fire up the stove on high. Heat some oil in the frying pan AND in the wok. Drop the veggies into the wok and cover. Stir occasionally so they don’t burn too much. A little is fine, but what you want is for them to steam up under the lid. At the same time, toss the onion, garlic, and pepper into the frying pan and get them nice and brown. You may find yourself coughing like you’ve been pepper sprayed, that’s normal. Turn the fan on, ya dummy. When they’re nice and brown, toss the kidney beans into the onion and garlic and stir it up until well mixed. Drop them into the wok with everything else. You’re done with the frying pan at this point.
For the tomatoes, if you have whole ones, stab a knife into the open can and massacre the contents. Drain the excess water off (you don’t have to be too diligent here, it just helps speed the cooking time). Add to the wok.
Add a good amount of basil. Like at least a quarter cup. I kind of just dump it in there. Stir the crap out of it. Leave it on high until the whole thing starts to bubble up pretty good, then turn it down to medium-low. You want to have a lid on there, but leave the spoon in so that it can reduce. It’s gotta cook for at least an hour, so adjust the heat accordingly. It needs to be simmering, maybe a bit higher if it’s watery.
Every once in a while, take a wooden spoon or spatula and not only give it a good stir but mash up the veggies. This will really ‘sauce’ it up.
When it’s just about done, you can add some mushrooms. I like them added later so that they don’t get all smooshed up in there.
You can also add any other veggies you think might be nice in there.
Serve over spaghettini noodles (you can put more spaghettini away than normal spaghetti. I don’t know why, but you can and trust me…you’re going to want to) and liberally douse with parmesan.
As this is a veggie sauce, it keeps very well, even if you don’t refrigerate it. Like all great sauces, it gets even better after is sits for a day. I quite often make a huge batch and freeze it.
-Smoke
But i do get many people coming in asking/telling you that they have a puncture and they had just bought the bike last week and you have to fix it for them.
http://www.craigslist.org/about/best/sea/1192150038.html
I'd only use my LBS if I didn't have a tool I needed. Sorry guys, but the sport is expensive enough as it is without having to bribe mechanics with weed and beer. No-one owes you anything.
on one side mechanics should be nicer to their costumers but also (as a mechanic) costumers could show some courtesy to you for doing a job that they are unable to do.
basically we both need to be a bit nicer
but beer as bribes is just sad
if you need beer to do a good job then you should be fired
I tip depending on level of service I get, I don't tip in the hope of getting good service next time round. I'm not going to bribe someone to give me service or to be my friend. (Tipping bartenders is a North American thing too, by the way. I don't tip any in London even if they give me my change on a silver plate)
Secondly, some of you need a sense of humor, and learn to take things with a grain of salt.
I do have a sense of humour, parts of the article were amusing in a juvenile sort of way. Most of it wasn't really and merely reflects the thinking behind some of the attitude I've received in bike shops when I put some business their way.
(but yes, many just couldnt care less)
i know that if i worked in a bike shop, the people that just dont care and bring theyre bikes in - would be paying my wage
i do all my own stuff, i dint buy expensive brand name tools but over 8 years have virtually everything i need/have needed
as and when you learn to do one thing on your bike, buy the tool for it
$25.00/HR
$50.00/HR IF YOU WORKED ON IT FIRST
$75.00/HR IF YOU STAND AND WATCH
...you get the picture...we cant be all Monkey Vasquezes!
fullbug makes a good point too. If you make $50+ an hour you are a fool to work on your own stuff because you are just loosing time that could be used making more money.
www.youtube.com/watch?v=cXf0yIRcdnI
Anyways im not saying all shops are like this and im sure that bike mechanics get hard times but the fact that when they make mistakes and offer nothing in return after a customer has paid excessive amouts of money... not cool
to those of you who are good mechanics and can own up to mistakes, cheers... just remember someone can get seriously hurt if what your doing isnt proper.... when people pick their bike up from a shop they expect it to be in good working order.. now i just prefer to do everything myself...
Right. 'Cause if you're not from The Shore you don't know what mountain biking is....
Get off your high horse and appreciate that mountain biking is a passion shared by people who don't even have mountains where they live. Ever heard of a world cup racer named Emily Batty? Where did she grow up and learn to ride? Oh right! Ontario! (otherwise known as Onterrible)
I am glad I kept reading because this post was about annoying customers and, being kid (or "Noob" if that's how you judge teenagers) heading off to school next year, it's in my best interest to be a pleasant customer. My experiences in virtually every single bike shop I have gone into have been very friendly. I've gotten deals at numerous shops without bribing the mechanics and usually enjoy talking with them. That makes it hard for me to pick a shop and be a devout customer, they all have something unique to offer.
That said, if you go judging me because of where I come from or what I ride, I'll take my business (and beer/coffee/weed) elsewhere and you can go on believing that you are too good to wrench on my bike because you're the ultra-gnar hardass Shore rider.
To cut a too long story short, I'm not trying to defend Johnny's writing style. I'm just trying to explain that maybe he was trying to amuse the reader (and judging from the comments of the offended, maybe trying too hard)
Bike shops are a breath of fresh air.....like dirty friends drinking beers and making xc euro trash cracks.....
What about those bike mechanics that take liberty on replacing shit that doesn't need replacing, without phone calls and without discount. The guys who see $ walking through the door instead of a customer. They are out there! What motivates a mechanic to do this?
they make you sell stuff
whether necessary or not
Hope this explains things. If you are wondering which of the three situations it is, just ask and they will likely tell you. If they don't or get cagey, the shop can't be trusted and you should take your business elsewhere.
As another note, mechanics don't get paid well at all. Tipping 5 bucks for lunch or whatever goes a really long way to a wrench. You tip a waiter to carry your food to you, or a bar tender for pouring liquid into a cup. Tip the guys who make sure you stay safe while you're having fun.
Most importantly, enjoy riding while you're out there.
To customers: Don't take your bike in dirty! Realize that your mechanic knows what needs to be fixed and how to fix it. But remember that they are not magical and sometimes it takes extra time or new parts..
To mechanics and shop people: People come to you because they don't know but you're there as a business so sometime you have to put up with the shit. Does your banker treat you like shit because you aren't enlightened with finance knowledge? Everyone just be humble 'cause none of us knows everything and no one likes to be treated like shit. I wrench my own stuff when I can and when I can't I take it somewhere I trust. There are shops that I avoid now because of bad experiences. When you find a shop you like stick with it, it will pay off.
And theres nothing wrong with a friendly beer bribe now and then!
takes me back to my bike mech days. I only lasted 9months due to the minnimum wage BUT, it was awesome in a kevin smith CLERKS type way!
know it all Dad was the WORST customer" £290 for that little frame! i could make one at work for a tenners worth of metal" YEA CORSE YOU COULD POPS
bike shops/techs who rag on customers need to have a rethink, show some respect, hiring "rats" (a charming turn of phrase there) needs a total rethink
charge appropriately for the right service, don't expect beer and herb for free, do your job properly and get paid accordingly; stop treating it like a hobby and take some pride in your business
personally I'd rather ride with a bunch of "noobs" who are chilled and stoked on the sport than some superradgnardudebro who think's they're above other people
no wonder the sport struggles to attract/retain new riders, female riders etc, with an ingrained attitude like this
just sayin'
name one other industry where there's an automatic expectation from the customer that they'll get a deal.
needs a shake up and some evolution.
no issue with tipping generously for great service or courtesy here
In our place we don't expect tips, and generally refuse them unless the customer is genuinely that happy with what you've done for them. We are not for sale, we cannot be bought, bribed, or flattered into anything and our queues cannot be jumped. We make exceptions where we can for our oldest and most valued customers, if they've been there since day one I think that goes without saying.
But to Joe Public who wants automatic discount on innertubes because Wankmycrank.com sells them for £1.20... May I direct you back out the door from whence you came...
And yes if you still live at home and you have a nice bike at 19, I don't care if you paid for it with your own money, because yo only had that money because you don't have bills to pay.
it gets me so angry, rich kid rich parents!
I don't have bills to pay, but my parents do, and my cheap labour makes it much easier for my dad to pay the high input costs of dairy farming. Anyone who works hard, or whose parents work hard and want to buy the best for their kids, can spend their hard earned coin on whatever they want
Where did this rule come from that all cyclists under the age of 20 must ride cheap entry-level bikes? You reach a certain price range and there is a significant performance gain. Don't you remember the boost in confidence you got the first time you rode a sub$1000+ bike?
Stop putting out ultimatums that are ultimately wrong.
It all depends on peoples priorities. Some people will only own $300 pairs of jeans. You can get a full XT bike pretty easily for 2500 on the pinkbike buysell. If your and avg 19 yr old (key word is average) and cant afford 2500 on something you enjoy doing alot (ie biking) then your doing something wrong.
but it feels so much better this way
5 years part time at halfords, some awesome laughs and some silly stress, plenty of caffeine and madness at christmas, wouldnt have missed it for the world. Working in a bike shop can be a b*tch but the good times more than outwiegh the bad even in a crap bike shop. This article is bang on.
To those who complain about a mechanic cocking up, yeah it sometimes happens we have off days, even happens working on your own rig, happens in all walks of life. Yeah the shop should sort it for you i agree but tbh im getting fed up with this "you messed up, i want compensation" culture because thats what happens most of the time. That being said it is hard to support your local store when money is super tight but it has to be done as much as possible. i put as much money as i can afford (if difference in price isnt silly that is) their way.
Still i also agree that working on your own bike makes you feel much more involved in it, when you get it set up real good your ride is just that lil bit better knowing you made it that way. Fair does if your not mechanically minded but to those people id just say spend some time with your bike tech and just ask questions, you may not want to fettle yourself but you'll get a much better understanding of whats going on and why things are done the way they are.
At the end of the day just enjoy riding and everything that it involves. Leave all the bullsh*t for work days
think of a customer that doesnt understand how a puncture isnt covered under warranty.
"yeah, its considered a wear/tear part, so its not covered."
"but why not?"
ffs.
My head mechanic/shop manager used to say: 'Do you eat a box of Oreos before going to the dentist?'
Loved the article, keep up the good work Smoke!
And just as a pre-emptive rebuttal to all you shitheads who are going to say "YOU COULD SAY THE SAME THING ABOUT BEING RACIST YOU BIGOTED FASCIST a*shole", you don't choose what race you're going to be, dumbass. I don't give two f*cks if you're hispanic, black, oriental, whatever, I'll treat you the same I treat everybody. But if you're gay, I'm going to call you a f*ggot.
The point I'm making is that bike mechanics are weird people, usually in a good, harmless way, even the biggoted miserable ones. Get over it, and feel free to continue the homosexuality/religion debate.
and yes marvelousedd i too think this post is amusing, ive been laughing since it started.
I didnt think they made them anymore......
ok then :L